"Note External" menu for specific group agents...

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zerozone74
OTRS newbie
Posts: 9
Joined: 30 Jan 2019, 15:20
OTRS Version?: 6.0.12
Real Name: Przemysław Słomianski
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"Note External" menu for specific group agents...

Post by zerozone74 » 17 Aug 2019, 20:41

Hey,
I didn't find a solution to my problem ...
I modified the /otrs/Kernel/Config/Files/XML/Ticket.xml file - I copied the "Note" menu and changed it to "Note External"

In administration I have:
note_admin_menu.JPG
In the agent I have:
note_agent_menu.JPG
This is ok.
But I need:
- "Note External" menu only for a specific group (I add a group in the admin menu - simple)
- other agents only see "Note" (with no checkbox visibility to the customer - how to do it?)
and now the heart of the matter:
in "Note External" there should always be checkbox check "visibility to the customer"
note_agent_menu_external.JPG
how to do it?
Maybe there is a simpler solution?
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crythias
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Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
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Re: "Note External" menu for specific group agents...

Post by crythias » 23 Aug 2019, 20:44

Not really "simpler" unless "pay attention to what you're doing" makes sense and default to note internal or external.
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